FALCONER AUTO REPAIR

Thanks for your praise!! We like to hear from loyal customers to know we're consistently providing great service - and you've had 5 vehicles serviced here since 2016. We are honored to have your trust and will continue to provide you with the same professional, friendly and thorough I-86 Experience you've come to expect! Ronda Whitford, Owner

5/6/19 After checking the details of your RV visit, I will address each of your concerns. The tech's time for inspection was .6 hours per ticket punches and is a typical time for this process. There was an additional .45 hours of tech time for a tire issue that you requested we look into and was repaired. Any additional time that you were here would have been for processing our paperwork or discussing your repair order. Your vehicle failed for excessive looseness in the kingpin based on NY State safety regulation. This spec is defined by manufacturer/industry standards. It is my understanding that you were shown a video of the kingpin movement with clunking sound. While it may not seem like much movement, these specs are measured in thousandths of an inch (.010"-.012"). The same tech that inspected your vehicle last year performed this inspection, and he is an ASE Master HD Tech. We charged you the fixed $20 fee for the State Inspection performed, and a small amount for the tire removal, tear down and repair. We are sorry for your disappointment; however, we are following NY State safety regulations. Our business model is based on treating customers with respect, and our success with many long term, loyal customers this past 14 years speaks for itself. Should you wish to speak with me further, I would be glad to personally talk with you. Ronda Whitford, Owner Initial Reply: 5/3/19 Thanks for your feedback Robert. We welcome input from our customers!! Failing a state inspection is never welcome news. Our policy is to provide 100 percent of vehicle info to the customer and let them decide from there. I promise to research this on Monday and respond then in more detail within 48 hours. We take the privilege of our facility inspection license and our techs' inspector credentials very seriously. We also should have provided you with photos or video of the inspection failures along with tech notes per procedure. Respectfully, Ronda Whitford-Owner

I'd like to thank you for your feedback as we welcome and value it. I will personally be researching your repair history and responding back to you in the next couple of days. If you have any specific details you'd like to share, please email me directly at [email protected]. We apologize that your experience was not what you expected. Ronda Whitford, Owner